Return Policy
At Lila and Hayes, we want you to love every piece. If a return is needed, we kindly ask that the following guidelines are observed to ensure a smooth and seamless experience.
Return Policy
• Full-price items are eligible for a refund.
• Sale items (non–final sale) are eligible for store credit.
• Returns must be initiated within 14 days of delivery and received back to us within 30 days
• Returns will not be accepted after 30 days of delivery.
• All items must be unworn, unwashed, and have original tags attached.
• A $5 return fee applies to all returns.
• To begin a return, please click here: Return Request. You will receive an email code upon entering the email you used for your order.
Final Sale
Items with pricing ending in .95, all personalized/monogrammed items, and gift cards are final sale and not eligible for return.
Exchanges
We do not offer exchanges at this time. Please place a new order to secure the size or style you need.
Holiday Returns
To make holiday gifting easy, we offer an extended return window.
Purchases made between November 1 and December 15 may be returned through January 15.
Orders placed after December 15 follow our standard return policy.
Shipping
Orders are processed within 4 business days and ship via standard shipping (USPS or UPS).
During holidays and sale periods, please allow extra time for processing.
Monogrammed items ship in approximately 2–3 weeks. Rush options are available for an additional fee.
If you need your order by a specific date, please contact us before placing your order.
Customer Service
Available Monday–Friday, 8:00 AM–5:00 PM CST. Please allow up to 48 hours for a response.
Text: 817-985-3330
Email: customerservice@lilaandhayes.com
Frequently Asked Questions
How do I start a return?
Click this Return Request link and enter the email used on your order. You’ll receive a code to start your return.
What items are final sale?
Anything ending in .95, all personalized/monogrammed items and gift cards.
Is there a return shipping fee for returns?
Yes. All returns have a $5 return shipping fee, deducted from your refund or store credit.
Do you offer exchanges?
Not at this time. Please place a new order for the item you need.
How long do I have to return an item?
Returns must be initiated within 14 days of delivery and received back to us within 30 days.
Returns will not be accepted after 30 days of delivery.
What condition do items need to be in?
Items must be unworn, unwashed, and have all original tags attached.
How long do monogrammed orders take?
Monogrammed orders ship in approximately 2–3 weeks. Rush options are available for an additional fee.
When will my order ship?
Orders are processed within 4 business days and ship via standard USPS or UPS.
High-volume seasons may require additional processing time.
When is customer service available?
Monday–Friday, 8:00 AM–5:00 PM CST by text 1(817) 985-3330 or email: customerservice@lilaandhayes.com. Please allow up to 48 hours for a response.